Last updated: 4th May 2026
This policy explains how cancellations, rescheduling, refunds, packages, memberships, and gift cards are handled at Kubo Wellness.
This page is intended as a helpful summary. Please also read our full Terms & Conditions, which apply to all bookings, purchases, memberships, packages, gift cards, and use of our website.
Bookings made outside a membership
For bookings made outside a Kubo membership, including single sessions and bookings made using gift cards or packages, we require at least 24 hours’ notice if you need to cancel or reschedule.
Where at least 24 hours’ notice is given, we will usually either:
- reschedule your appointment;
- return the session to your package or plan, where applicable; or
- refund the amount paid for that session to the original payment method, where applicable.
Cancellations made with less than 24 hours’ notice, same-day cancellations, and non-attendance are non-refundable. The full session value may be forfeited.
Late arrivals
If you arrive late, your session may need to be shortened to avoid disruption to other appointments. The full session fee will still apply.
Packages and prepaid sessions
Packages and prepaid sessions are valid for 12 months from the date of purchase, unless stated otherwise at the time of purchase.
Packages and prepaid sessions are non-transferable unless agreed by Kubo Wellness in writing.
Unused sessions remaining after the expiry date will be forfeited and will not be refunded, except where required by law or where we agree otherwise in exceptional circumstances.
Membership bookings and Kredits
Kubo members can use Kredits to book eligible member services.
Member bookings may be cancelled or rescheduled before the appointment start time, subject to the functionality available in the booking system.
Where a member booking is cancelled before the appointment start time and before the member’s next monthly Kredit renewal, the Kredits used for that booking will usually be returned to the member’s Kredit balance.
If a member booking is cancelled after the next monthly Kredit renewal has taken place, the Kredits used for the original booking will not normally be returned. We may make exceptions at our discretion in exceptional circumstances.
Rescheduling a member booking does not normally result in an additional Kredit deduction.
No-shows will not be refunded. Kredits used for a no-show booking will not be returned.
Membership cancellations
Members may cancel their membership at any time.
Cancelling a membership prevents the next renewal payment from being taken. Membership access continues until the end of the current paid billing cycle.
At the end of the billing cycle, membership access and any remaining monthly membership benefits will end.
Unused Kredits, including Extra Kredits, do not roll over after the next monthly Kredit renewal.
Online purchases and cooling-off rights
Where you purchase services, packages, memberships, gift cards, or products online, you may have a legal right to cancel within 14 days, depending on the nature of the purchase and whether services, sessions, Kredits, access, or other benefits have already been used.
If you request that access or services begin during the 14-day cancellation period, any refund may be reduced to reflect the services, sessions, Kredits, benefits, or access already supplied or used.
If all services, sessions, Kredits, or benefits have been used, no refund may be available.
Refund requests should be submitted in writing to:
regenerate@kubowellness.com
In-studio purchases
Purchases made in studio, including treatments, pay-as-you-go sessions, tests, products, packages, and memberships, are non-refundable and non-transferable except where required by law or where we agree otherwise in exceptional circumstances.
Where a refund is requested for medical reasons, we may ask for supporting evidence.
Nothing in this policy affects your statutory rights.
Gift cards
Kubo gift cards are valid for 12 months from the date of purchase, unless stated otherwise.
Gift cards may be used for eligible Kubo Wellness services where gift card payment is accepted, including single sessions, packages, and Extra Kredits.
Gift cards cannot be used for memberships or subscription payments unless we expressly state otherwise.
Gift cards are non-refundable and cannot be exchanged for cash, except where required by law.
Any unused balance remaining after the gift card expiry date will be forfeited.
Refund processing
Where a refund is approved, it will normally be returned to the original payment method.
Refunds may take several working days to appear in your account, depending on your bank or payment provider.
Changes to this policy
We may update this policy from time to time. The latest version will be published on our website.
This policy should be read alongside our Terms & Conditions. If there is any inconsistency, our Terms & Conditions will apply.